Genesys Cloud CX

 View Only
Discussion Thread View
Expand all | Collapse all

Transfer to External Trunk

  • 1.  Transfer to External Trunk

    Posted 07-27-2020 10:03
    Hello, people. Does anyone know how to perform a transfer to a specific External Trunk (SIP) on a flow?

    I tried using the Transfer to Number, but it doesn't seem to work, and I don't know if I'm missing some configuration:

    What I have done:
    • Create the External Trunk, providing the Outbound Address;
    • Activate the option "Take Back and Transfer" on that trunk;
    • Associated the Trunk with the Edge
    • Created a number plan with the following rules:
      • Match Expression: ^00999(.*)$
      • Normalized Number Expression: $1
      • Classification: TransferToExternal
      • Placed this Number Plan as First
    • Created an Outbound Route that uses the classification TransferToExternal to select the trunk I created
    • Tested on Simulate Call with: 009992800 to verify that it normalizes to 2800 (the number I want to transfer to) and selects the trunk I created.
    • On Architect, I used the block "Transfer to Number" as 009992800 on my flow. Published it and associated to a DID.

    However, when I call this flow, I do not get transferred. I also don't see the INVITE message going on that trunk. When I dial 009992800 from an extension, it works. But not when I call to the flow number (neither from an Inbound call to the flow - which is what I want to do - nor direct from an extension). I also tried that from a secure flow, but no success as well.

    Does anyone know if I`m missing something?
    #Implementation
    #Integrations
    #Routing(ACD/IVR)
    #SIP/VolP
    #Telephony

    ------------------------------
    Henrique Sujdik
    Interaxa Brasil
    ------------------------------


  • 2.  RE: Transfer to External Trunk

    Posted 07-27-2020 11:28
    I believe it is still the case that Architect uses the Default Site when doing an external transfer.  Make sure you have the site with this expression as the default site.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Transfer to External Trunk

    Posted 07-27-2020 13:36
    Thank you, Robert. In my case, the Site is already the default Site and still does not work

    ------------------------------
    Henrique Sujdik
    Interaxa Brasil
    ------------------------------



  • 4.  RE: Transfer to External Trunk

    GENESYS
    Posted 07-29-2020 03:46
    I have not tried this out, but you might add (tel:)?\+? in front of your RegEx, because Architect should be converting the number to E.164 format before dialing.

    So, try (tel:)?\+?00999(.*)$

    Set the Normalized Number Expression to $2

    From an online RegEx tester:


    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Transfer to External Trunk

    Posted 07-29-2020 10:32
    Thank you, George. Indeed I missed this part, but still no luck. I will try to do a few more tests on Architect.

    Does anyone know which log should I aim for on the Edge server in order to try to debug?

    Thanks so much for your attention guys.

    ------------------------------
    Henrique Sujdik
    Interaxa Brasil
    ------------------------------



  • 6.  RE: Transfer to External Trunk

    GENESYS
    Posted 07-29-2020 15:22
    The ininedgecontrol log has entries for the SIP messaging and also VXML entries for what is happening in the Architect call flows.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 7.  RE: Transfer to External Trunk

    Posted 07-30-2020 03:31
    George, the ininedgecontrol log can only be downloaded onsite via the USB, or requested via Genesys Support. (To my knowledge at least.)
    Is there an easier way to get the ininedgecontrol log? And if not at least the VXML entries?




    ------------------------------
    Andrew Lagarde
    KPN B.V.
    ------------------------------



  • 8.  RE: Transfer to External Trunk

    GENESYS
    Posted 07-30-2020 14:03
    Customer Care will not send you the logs, as far as I know. And, no, there is no other way for you to get them other than local download to USB.

    No other way to get those VXML entries, either.

    And, no way for you to pull those logs from virtual edges.

    This Idea needs more votes: https://genesyscloud.ideas.aha.io/ideas/ANA-I-100

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 9.  RE: Transfer to External Trunk

    Posted 07-11-2022 15:14
    Edited by Mourya Teja Yalamanchili 07-11-2022 15:14

    Hi Henrique,

    Were you able to get this to work. I ran into the same issue. Would love to know how you were able to get this to work.







  • 10.  RE: Transfer to External Trunk

    Posted 07-11-2022 21:58
    Hi, Mourya. How are you?

    Yes, I was able to do so. Turns out that on the Architect it only allows to transfer to an external number if it is a valid E.164 format. We cannot set up custom prefixes for that matter.

    So, what I did is specify a Number Plan that takes an E.164 number and translates to the number I needed.

    In my scenario, we were working with On-Premises Edges (not BYOC Cloud-Managed Edges).

    Let me know if you were able to resolve your issue or else we can take some time to go through together.

    Regards,
    Henrique D. Sujdik

    ------------------------------
    Henrique Sujdik
    Interaxa Brasil
    ------------------------------



  • 11.  RE: Transfer to External Trunk

    Posted 3 days ago
    Hi Henrique

    I am struggling to get this working as well, My default site has an edge (on prem as yours does) if I simulate the number from the default site it goes as expected but I cant get this to go from architect, on the trunk (we connect to avaya session managers) I have tried pbx passthrough, what settings do you use?

    Thanks

    Andy

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 12.  RE: Transfer to External Trunk

    Posted 3 days ago
    Quick update, I now have it working, I was coming in on one trunk and going out on another which was the issue...which gives me more complications

    Thanks

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------